Operational Team Leader & Manager Learning Programme

The aim of this learning programme is to support the operational Team Leaders and Managers understand the key dynamic of operational effectiveness and basic planning principles. Focusing on the “Power of 1 & The Shrinkage Wheel”, the difference each person can make to the achievement of organisational objectives, customer outcomes and colleague experience through effective influencing skills. The programme is designed around on-demand virtual learning modules, which can be interacted with over the duration of the programme. To further embed the learning, support sharing of ideas and promote a transformation of understanding - optional virtual tutorial workshops with The Forum specialist team can be added. Prices start at £75 per person.

On successful completion of this programme delegates will become Professionally Accredited at the Foundation Level.

Published on 20 December 2022

Box Set: Engagement

Watch at Your Own Pace

The Modules

Introduction To Stakeholder Management
This module covers:

Introduction to stakeholder mapping, emphasising its importance in communication and decision-making in call and contact centres.
Exploring the challenges, including dealing with the "Highest Paid Person's Opinion" (Hippos) in meetings and strategies to influence them.
A three-step method for prioritising stakeholders by identifying them, assessing their influence and interest, and tailoring communication accordingly.

Understanding People (Including How To Say No)

This module covers:
Techniques for understanding people, building relationships, improving collaboration, and enhancing influencing skills.
The importance of saying no and understanding mindset (limited vs. unlimited).
An introduction to seven meta-programs based on intrinsic values and how they influence decision-making and communication styles.

Principles Of Persuasion

This module covers:
Exploring persuasion and its key principles and tools.
Understanding the six key principles of persuasion: reciprocity, consensus, authority, consistency, liking, and scarcity.
Highlighting key persuasion techniques and providing an influencing toolkit for successful persuasion.

Communication Planning
This module covers:

Creating an effective communication plan to deliver the right information at the right time.
Emphasising the importance of continuous practice and improvement in communication.
Highlighting the significance of clear objectives, understanding the audience, and selecting appropriate communication methods.

Influencing Skills
This module covers:

Introduction to key influencing skills, emphasising the importance of ethical influence over manipulation.
Explanation of the spectrum of influence, from influence to coercion, highlighting the negative aspects of coercion.
Overview of stakeholder mapping, different communication styles, and engagement levels in communication.

The cost of this mini series including accreditation is great value at £325 + VAT and free for students on our assisted learning pathway.

Complete the form below and we will be in touch to arrange payment if necessary.